We are living in a digital era, and in particular, we are in a phase when the most important aspect for companies is creating value and reliability for customers. This change of focus has therefore started to reshape the digital service strategies.
It's still at an early stage, but today's customers are very interested in messaging and expect a personalized digital experience.
Technology has allowed many industries to revolutionize. Even in the business process outsourcing industry, particularly in the call centers sector, there’s been a lot of new developments.
Striving for optimal customer experience is a constant battle that call centers must undertake and one of the sustainable ways to achieve this is through call deflection.
Giving the best customer experience in a call center is one of the main goals set by management. Through co-browsing, you are giving your clients optimal experience.
Engaging customers even while they are on their mobile phones is one of the biggest goals for call centers today. Contact centers know that majority of people have mobile phones and access information through these devices.
One of the biggest challenges of call centers is maintaining a decent average handle time during its peak hours. The more support requests that come in, the longer customers have to wait to get entertained by a free agent.
Those phones aren’t going to pick themselves up and solve your customers' issues. Face it: agents are the main assets of a call center.
Topics: call center agent
At its heart, managing a call center similar to managing any organization. Benchmarking, saving time, optimizing processes and focusing on your people will be beneficial to improving call center management.
Reducing call center volume should be a priority for contact centers.
Tracking Key Performance Indicators (KPI) in your call center is more than necessary if you want to make sure your contact center is performing efficiently and you are serving customers in the best possible way.
Topics: call center KPIs
It’s easy to overlook back office efficiency in call centers since most of the focus is on the frontline operations.
Banks today operate in age where the customers have more demands and expectations.
Mobile phones have grown in importance in the last few years. More and more people want to achieve more things
It’s inevitable. Millennials will have the biggest financial influence in the next few decades and today, we are already beginning to feel their increasing purchasing power.
You don’t have to be working for a bank to know that the number one reason a customer switches to another bank is because of bad customer service.
Organizations that offer personal financial management services need to stay in close contact with their clients or risk losing business.
Congratulations! You've finally made it. While most of those who work in the financial sector, or any sector for that matter,
Any moderately competent marketing professional will tell you that customers are now spread throughout different communication channels
Despite banks’ improvement of customer experience recently, there is still much to be desired as revealed in Capgemini’sWorld Retail Banking Report for 2016.
If you are one of the banks that already adopted chat functionalities for your website, then that’s a good start.
Like it or not, teenagers and especially those who are in their early 20s will be your future market.
Mobile banking is important for giving customers on-the-go banking services wherever they are.
I’m sure the many advantages of self-service online banking have been covered at length all over the internet.
Advancements in technology have brought a golden age for services - particularly customer service.
Banking institutions are such integral parts of daily life that sometimes it’s easy to forget that they have their own worlds.
Online banking has gone a long way since the early 2000s and now that it’s 2017, there are a lot of exciting new developments that we may not have expected then.
The goal is to prevent customer problems. The proactive support means also identify ways in which the customer experience can be improved without the customer requests it.
For our Italian customers, an interesting infographics about Digital Advertising, Online Shopping, and Conversion Rate. It’s never been more important to invest in customer service.
According to a 2011 Forrester Consulting research, phone is still the preferred communication channel for Customer support. 79% of those surveyed declared to prefer a “voice conversation” considering it more efficient and fast than other channels.